Title:  Operations Manager

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.
• Ensure achieve SLAs, productivity and quality metrics for your line of business/team members.
• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.
• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.
• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
• Utilize an in-depth understanding of metrics to drive data-backed business decisions.
• Continuously add value through effective project management, dedicated prioritization and efficient execution.
• Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.
• Navigating the team to ever changing landscape of the business by comminicating and manage change. 
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with minimum of 6 years of relevant experience in financial services, technology and/or customer support.
• Preferable with minimum of 3 years of people management experience in an operations environment.
• Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
• Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.
• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
• Excellent understanding of contact centre operation
• Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.
• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
• Effective facilitation skills in client and staff meetings
• Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
• Excellent verbal and written communication skills (written, verbal, and in presentation format) in English and the language of supporting marke, ability to simplify complex topics for broad audiences.
• Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.